The purpose of the category Handled by is to determine who handled the call. The correct selection will be the name of the person who actually handled the call at the end of the conversation and based on the scenarios, go for the right option. Call handler could be determined - Select the appropriate name: Select the appropriate name if you can determine the name of the receptionist or agent who handled the call at the end of the conversation. Example: Receptionist: "This is Jim." Caller: "May I please speak with Christina?" Receptionist: "Christina just came in -- here she is." Christina then successfully helps the caller. Christina, not Jim, would be the correct selection Example: Agent: "Bright Smiles Dental, this is Crystal. How may I help you?" Caller: "This is Bob Smith. I just wanted to confirm my appointment." Agent: "We've got you scheduled at 2:00 PM today." Caller thanks the agent, and the call ends. Crystal is
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